Processing time
Custom items are built by hand to order in Brooklyn, NY. They are typically dispatched within 14 business days of your order, and can take up to 30 business days in times of high demand. Standard items typically ship within [3] business days. You will receive tracking by email when your shipping label is created.
Delays
If we cannot ship your order within 30 business days, we will email you a new estimated ship date. You can then choose to wait or cancel for a full refund.
Delivery
Delivery times shown at checkout are carrier estimates and are not guaranteed. Orders over [$X] may require a signature on delivery.
Lost, stolen or damaged packages
If tracking stops updating or your package is lost in transit, contact support@topstep.gg and we will open a claim with the carrier and replace or refund your order once it is resolved. If tracking shows your package as delivered but you have not received it, contact us within 7 days so we can open a claim with the carrier. If your package arrives damaged, email photos of the box and item within 7 days of delivery.
Address accuracy
Please check your shipping address at checkout. We are not responsible for packages sent to an incorrect address provided by the customer. Address changes must be requested before your order ships.
International orders
Import duties, taxes (including VAT) and customs fees are set by the destination country and are not included in your order total or shipping cost. They are the buyer's responsibility and are collected by the carrier before delivery. TopStepGG has no control over these charges.
If an international package is refused or not collected because of import charges, it will be treated as a return under our Refund Policy, and the deductions there will apply. The carrier may hold the package for some time before returning it to us, so this can take a while.
